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TRANSCRIPT
QUALITYCRO
BENCHMARKING
PHASE IV
CRO Quality Benchmarking – Phase IV Service Providers (2014)
©2014 Industry Standard Research www.ISRreports.com
PREVIEW
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Report Overview
In its 6th year, ISR’s “CRO Quality Benchmarking – Phase IV Service Providers (2014)” report provides pharmaceutical sponsors and service providers a Consumer Reports-style analysis of CRO quality. Respondents supplied satisfaction ratings from 224 service encounters across 24 Phase IV CROs, making this report the most comprehensive assessment of Phase IV CRO service quality in the industry.
228Charts and Graphs
103Respondents
136Pages
224Service Encounters 1. Outsourcing Behaviors, Attitudes, Beliefs, and Intentions
• Phase IV Leaders• Proposal Volume• Service Provider Usage• Service Provider Preference• Service Provider Cost Perceptions
2. Service Provider Selection Drivers• Most Important Service Provider Attributes• Service Provider Attributes Gaining Importance
3. Service Provider Performance and Scorecards Across Attributes• Staff Characteristics Ratings• Operational Excellence Ratings• Organizational and Finance Ratings• Performance Summary by Category• Service Provider Loyalty
4. Service Provider Service Quality Profiles
5. All Study Data
How you can use this report:Study Sponsors• Make a more informed purchase of Phase
IV services by understanding which service providers best fit your company’s needs
• Broaden your Phase IV CRO evaluation list by accessing peer-based service quality ratings across 25 critical attributes
• Pinpoint potential delivery concerns early in a CRO relationship/ evaluation in order to develop proactive strategies to address potential gaps
Phase IV Service Providers• Uncover your own — and competitor —
delivery strengths and weaknesses• Design messaging to tout your company’s
strengths• Compete more effectively by understanding
buyers’ selection criteria and outsourcing trends
NEXT: Companies Included
Report Structure:
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Service Quality Metrics• Commercial market
knowledge
• CRA quality
• Project manager quality
• Project team chemistry
• Responsiveness
• Staff turnover
• Therapeutic expertise
• Timely project communications
• Data quality
• Local market / Regulatory knowledge
• Meeting database lock timelines
• Meeting first patient / first visit timelines
• Meeting overall project timelines
• Network of sites / investigators
• Offered innovative solutions
• Patient recruitment strategy
• Speed of site / investigator recruitment
• Speed of site start-up
• Technology for real-time access to data
• Up-front contingency planning, risk management
• Breadth of services
• Financial strength / stability
• Global footprint
• Low cost
• Minimizing change orders
CROs Included in this Report• Accenture• Bioclinica• Biomedical Systems• Chiltern• Clinipace• Cognizant• Covance• DCRI - Duke
• Eurofins• ICON• INC Research• inVentiv Health Clinical• Mapi• PAREXEL• PPD• PRA
• Premier Research• Quintiles• Radiant• SGS Life Sciences• Tata• Theorem• UBC• Worldwide Clinical Trials
6% C-level
8% President/ VP
52% Director
31% Manager
3% Other
Participant Job Title Participant Geography Participant Company Size
67% Large Companies (R&D $1B or more)
24% Mid-Size Companies (R&D $100M-$999M)
9% Small Companies (R&D less than $100M)
53% North America
12% Asia / Other
35% Europe
Report Metrics
Respondent Demographics (N=103)
Participant Experience: Mean = 14.7 years
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Table of ContentsCopyright and Usage Guidelines
Introduction
Methodology
Respondent Demographics and Qualifications
Participant Years of Industry Experience
Participant Geography
Participant Company Size
Number of Ratings per Company
Major Sections
Outsourcing Behaviors, Attitudes, Beliefs, and Intentions
Phase IV Leaders, Unprompted
Phase IV Leaders, Prompted
Proposal Volume
Service Provider Usage
Service Provider Preference
Service Provider Cost Experience and Perception
Summary Table
Service Provider Selection Drivers
Most Important Service Provider Attributes
Service Provider Attributes Gaining Importance
Service Provider Performance and Scorecards across Attributes
Figure 1 – Staff Characteristics Ratings
Figure 2 – Operational Excellence Ratings
Figure 3 – Organizational and Finance Characteristics Ratings
Performance Summary by Category
Service Provider Loyalty
Service Provider Loyalty – 3 Year Rolling Average
Company Service Quality Profiles
Covance
ICON
INC Research
inVentiv Health Clinical
Mapi
PAREXEL
PPD
Quintiles
UBC
Phase IV Study Data
Phase IV Leaders, Unprompted
Phase IV Leaders, Prompted
Proposal Volume
Most Important Service Provider Attributes
Service Provider Attributes Gaining Importance
Service Provider Usage
Service Provider Preference
Best Service Providers at Differentiation
Service Provider Cost Experience/ Perception
Service Provider Cost Experience/ Perception Among Users in Past 18 Months
Service Provider Cost Experience/ Perception Among Lapsed Users and Non-users
Service Provider Budget Allocation
Outsourcing Volume Past 12 Months
Outsourcing Volume Next 12 Months
Service Provider Loyalty
Service Provider Loyalty – Past 3 Years
Service Provider Loyalty – Rolling Average
Service Provider Loyalty - Company Size
Overall Satisfaction with Service Providers
Willingness to Recommend Service Providers
Likelihood to Use Service Providers Again
Service Provider Drill-downs
Accenture Use and Satisfaction
Accenture Performance Against Expectations
Bioclinica Use and Satisfaction
Bioclinica Performance Against Expectations
Biomedical Systems Use and Satisfaction
Biomedical Systems Performance Against Expectations
Chiltern Use and Satisfaction
Chiltern Performance Against Expectations
Clinipace Use and Satisfaction
Clinipace Performance Against Expectations
Cognizant Use and Satisfaction
Cognizant Performance Against Expectations
Covance Use and Satisfaction
Covance Performance Against Expectations
DCRI - Duke Use and Satisfaction
DCRI - Duke Performance Against Expectations
Eurofins Use and Satisfaction
Eurofins Performance Against Expectations
ICON Use and Satisfaction
ICON Performance Against Expectations
INC Research Use and Satisfaction
INC Research Performance Against Expectations
inVentiv Health Clinical Use and Satisfaction
inVentiv Health Clinical Performance Against Expectations
Mapi Use and Satisfaction
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Table of Contents
Mapi Performance Against Expectations
PAREXEL Use and Satisfaction
PAREXEL Performance Against Expectations
PPD Use and Satisfaction
PPD Performance Against Expectations
PRA Use and Satisfaction
PRA Performance Against Expectations
Premier Research Use and Satisfaction
Premier Research Performance Against Expectations
Quintiles Use and Satisfaction
Quintiles Performance Against Expectations
Radiant Use and Satisfaction
Radiant Performance Against Expectations
SGS Life Sciences Use and Satisfaction
SGS Life Sciences Performance Against Expectations
Tata Use and Satisfaction
Tata Performance Against Expectations
Theorem Use and Satisfaction
Theorem Performance Against Expectations
UBC Use and Satisfaction
UBC Performance Against Expectations
Worldwide Clinical Trials Use and Satisfaction
Worldwide Clinical Trials Performance Against Expectations
Cross-service provider performance
Breadth of services
Commercial market knowledge
CRA quality
Data quality
Financial strength / stability
Global footprint
Local market / Regulatory knowledge
Low cost
Meeting database lock timelines
Meeting first patient / first visit timelines
Meeting overall project timelines
Minimizing change orders
Network of sites / investigators
Offered innovative solutions
Patient recruitment strategy
Project manager quality
Project team chemistry
Responsiveness
Speed of site / Investigator recruitment
Speed of site start-up
Staff turnover
Technology for real-time access to data
Therapeutic expertise
Timely project communications
Up-front contingency planning, risk management
Sponsor Preferences
Scenario Trade-offs
Service Provider Input Usefulness
Respondent Demographics
Company Type
Areas of Responsibility
Outsourcing Responsibility
Job Title
Recent Activity in Outsourced Activities
Phase Responsibility
Involvement in Clinical Development Process
Years in the Industry
Location
Therapeutic Area
About Industry Standard Research
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Introduction
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Introduction
Welcome to ISR’s 2014 CRO Quality Benchmarking - Phase IV Service Providers report� This report marks the sixth edition of this study and, though the study design is revisited and refreshed each year to account for evolution within the industry, the impetus for performing this research remains the same� Over time, Industry Standard Research has accumulated a wealth of knowledge around service quality and CRO performance� Understanding and utilizing this information allows stakeholders within the industry to make informed decisions when choosing a CRO for Phase IV services�
ISR knows that selecting a CRO isn’t easy� There is a myriad of factors to evaluate for each CRO being considered� Does the provider have the necessary therapeutic expertise? Will the trial be completed on time and within budget? Does the provider have sufficient knowledge about local markets and regulatory environments? Without prior experience with a provider, purchasers of CRO services are often forced to rely on incomplete or biased assessments of CRO performance passed on through word of mouth from peers within the industry�
In the CRO Quality Benchmarking - Phase IV report, ISR provides the data necessary to answer these questions – and many more – with confidence� 103 decision-makers have weighed in with their CRO selection criteria and outsourcing behaviors� They have provided feedback on 224 recent service encounters across 24 Phase IV CROs� Nine providers have received detailed profiles�
Not only does this report enable more educated purchases of CRO services, it also allows Phase IV service providers to get a behind-the-scenes look at customers’ perceptions of their performance� Providers can determine areas of strength and understand where they may need to close the gap relative to competitors� As they say, knowledge is power� Having a grasp on customer beliefs, attitudes, and experiences will help CROs effectively promote their strengths and improve areas in which they are falling short�
Sample Page
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Service Provider Performance and Scorecards Across Attributes
www.ISRreports.com ©2014 | CRO Quality Benchmarking Phase I Service Providers (2014) 27
Figure 2 – “Operational Excellence” Ratings
Performance in Operational Excellence shows more variability among Phase I providers� The non-large, multi-service providers Quotient Clinical and SGS Life Sciences stand out for going beyond expectations as well as Phase I focused provider Clinical Research Services (CRS)� Respondents also rate PPD as more frequently exceeding expectations in Operational Excellence compared to other large, multi-service providers�
Technology for real-time
access to data
Speed of site
start-upData
Quality
Local market /
regulatory knowledge
Meeting Overall Project
Timelines
Meeting Database
Lock Timelines
Meeting First Patient / First Visit Timelines
O�ers Innovative Solutions
Patient / Volunteer
Recruitment
Up-front contingency planning, risk management
Timely project communications
Covance
ICON
INC Research
inVentiv Health Clinical
PAREXEL
PPD
PRA
Quintiles
Charles River
Medpace
Premier Research
Quotient Clinical
SGS Life Sciences
US Oncology
Celerion
Clinical Research Services (CRS)
WCCT Global
Operational Excellence
LARGE MULTI-SERVICE CROS
NON-LARGE MULTI-SERVICE CROS
PRIMARILY PHASE I FOCUSED CROS
Ratings Key: Clear leadership Better than most About average Falling a bit short Likely deficiency
© Industry Standard Research
Sample Page
Figure 1 – Staff Characteristics Ratings
Company A
Company B
Company C
Company D
Company E
Company F
Company G
Company H
Company I
Staff turnover
CRA quality
Project team
chemistry
Project manager quality Responsiveness
Therapeutic expertise
Timely project communications
Commercial market
knowledge
Sta Characteristics
Ratings Key: Clear leadership Better than most About average Falling a bit short Likely deficiency
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Study Data
www.ISRreports.com ©2014 | CRO Quality Benchmarking — Phase IV Service Providers (2014) 60
Service Provider Loyalty – Past 3 YearsA compilation of Overall Satisfaction, Willingness to Recommend, and Likelihood to Use Again�
“Overall, how satisfied are you with (service provider) using a scale of 1-10 where ‘1’ is ‘Extremely Dissatisfied’ and ‘10’ is ‘Extremely Satisfied’, and using any number in between?”
“How likely are you to recommend (service provider) to a friend or colleague using a scale of 1-10 where ‘1’ is ‘Not at all likely’ and ‘10’ is ‘Very Likely’, and using any number in between?”
“How likely are you to use (service provider) again using a scale of 1-10 where ‘1’ is ‘Definitely Would Not Use’ and ‘10’ is ‘Definitely Would Use’, and using any number in between?”
This is an analysis of service provider performance for those with 20 or more respondents rating over the past 3 years�
© Industry Standard Research
Sample PageSample Page
2014 CRO QUALITY BENCHMARKING PHASE IV 57
Service Provider Loyalty – Past 3 Years A compilation of Overall Satisfaction, Willingness to Recommend, and Likelihood to Use Again.
“Overall, how satisfied are you with (service provider) using a scale of 1-10 where '1' is 'Extremely Dissatisfied' and '10' is 'Extremely Satisfied', and using any number in between?” “How likely are you to recommend (service provider) to a friend or colleague using a scale of 1-10 where '1' is 'Not at all likely' and '10' is 'Very Likely', and using any number in between?” “How likely are you to use (service provider) again using a scale of 1-10 where '1' is 'Definitely Would Not Use' and '10' is 'Definitely Would Use', and using any number in between?”
This is an analysis of service provider performance for those with 20 or more respondents rating over the past 3 years.
4.8
6.2
5.7
6.2
6.0
4.9
5.9
5.1
6.7
6.9
6.9
6.5
6.0
6.5
7
4.9
6.3
6.4
6.8
6.9
6.6
7.0
6.4
6.6
5.8
6.8
6.7
6.2
6.7
6.3
6.4
6.3
6.2
5.5
6.1
6.6
4.0 4.5 5.0 5.5 6.0 6.5 7.0 7.5
UBC (N = 32)
Quintiles (N = 95)
PRA (N = 24)
PPD (N = 59)
PAREXEL (N = 63)
inVentiv Health Clinical (N = 35)
INC Research (N = 27)
ICON (N = 45)
Covance (N = 52)
Loyalty Score
Rolling Average 2014 2013 2012
Companies in alphabetical order.Data available in full report
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Sample Page
Company Service Quality Profiles
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Company Profiles — Mapi
Mapi Performance vs� Attribute Importance
Mapi Average Customer Experience
% R
atin
g A
ttri
bu
te a
mo
ng
th
e T
op
5 M
ost
Imp
ort
ant
% Rating”Meets or Exceeds Expectations”
Relative Strengths• Data quality
Relative Weaknesses• Global footprint
• Local market / regulatory knowledge
• Low cost
Mapi (N=11)MapiHighlights
Mapi Customer Loyalty
© Industry Standard ResearchStaff Characteristics
Operational Excellence
Organization and Finance
Ind
ust
ry A
vera
ge
7.16.7
Map
i
0
2
4
6
8
10
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Mapi Average Customer Experience (Base = 11)
-0.09 -0.09
0.09
0.27
0.09
-0.45
-0.27
-0.45
0.09 0.09 0.18
0.09 0.00 0.00
0.18
0.00
0.18 0.09
0.00 0.09 0.09
0.00 0.09
0.18
-0.18
-1.00
-0.50
0.00
0.50
1.00 SomewhatExceeds
Expectations
SomewhatMisses
Expectations
This is an example of the data provided for each of the 9 CROs profiled in the report. All data for each of the 24 CROs are also included.
Sam
ple
Co
mp
any
Sample Company
6.7
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Study Data
www.ISRreports.com ©2014 | CRO Quality Benchmarking — Phase IV Service Providers (2014) 127
Sponsor Preferences
Scenario Trade-offs“Would you prefer…?” (Base = 103)
© Industry Standard Research
© Industry Standard Research
Sample Page
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